Deskside Technician SME - Onsite, TS/SCI Clearance

Empower AI Inc.; Hanover (MD); On-site; USD 90,000 - 120,000; Full time

Job summary

Empower AI in Hanover, MD, seeks a Deskside Technician SME to analyze and resolve Tier II end-user computing issues for a DoD-related program serving ~13,000 users across multiple security enclaves.

The role requires US citizenship, active TS clearance eligibility, and DoD 8570/8140 IAT Level I certification. Responsibilities include root-cause analysis, workstation imaging, and knowledge-base creation. On-site with up to 10% travel.

Qualifications

• U.S. Citizen required.
• Active Top Secret/SI eligibility clearance required to start (T5/T5R preferred).
• DoD 8570/8140 IAT Level I baseline certification required (e.g., CompTIA A+, Network+, Security+).
• Experience in desktop support, field service, help desk, or IT hardware repair.

Responsibilities

• Analyze escalated Tier II incidents on desktops, laptops, thin clients, peripherals, and printers to determine root cause and appropriate resolution.
• Evaluate workstation configurations against enterprise baseline and STIG requirements; implement changes with admin privileges.
• Plan deployment approaches for new/replacement workstations using STIG-compliant images and provisioning tools (e.g., MECM/SCCM, PXE).
• Diagnose desk-side network connectivity issues and route to correct escalation group.
• Coordinate vendor service as the Government's technical liaison for devices like printers and MFDs.
• Document resolutions and decisions for knowledge base reuse and ensure actions meet customer needs.

Skills

Desktop support

Field service

Help desk

IT hardware repair

Independent problem solving

Education

Bachelor's degree

Tools

MECM/SCCM

PXE

Job description

Empower AI in Hanover, MD, seeks a Deskside Technician SME to analyze and resolve Tier II end-user computing issues for a DoD-related program serving ~13,000 users across multiple security enclaves.

The role requires US citizenship, active TS clearance eligibility, and DoD 8570/8140 IAT Level I certification. Responsibilities include root-cause analysis, workstation imaging, and knowledge-base creation. On-site with up to 10% travel.